” Concern is a more manageabl

” Concern is a more manageable state than frustration! My work takes me to Contact Center operations in a variety of industries. I have been privileged to witness hundreds of customer interactions and transactions. There is one simple yet powerful phrase that can greatly assist customers, trainers, and ultimately agents in response to issues, concerns, or problems. The phrase is very much a part of “the here and now,” yet I am surprised by the infrequency of its use.







An agent’s reply of, “Here’s what I can https://lastdatabase.com/ do NOW” is easy, to the point, and keeps the agent thinking in terms of possibilities. Imagine this phrase as a principal component of agent education! What a yield that would be! Building and conducting ongoing scenario-based discussions around the use of this action phrase has tremendous potential. The power is twofold.







First, it cues the agent to think in terms of what CAN be done as opposed to what CAN’T be done. It also offers the customer a positive option to explore. Customer Experience is about problem solving. So far in my life experience CAN’Ts don’t solve problems; CANs do. They didn’t write a book about the Little Engine That Couldn’t! THE WORDS AGENTS USE WHEN INTERACTING WITH CUSTOMERS BECOME A CRITICAL SUCCESS FACTOR TO A GREAT CUSTOMER EXPERIENCE.